AccountId: 011433970860
ContactId: 9f00ee92-6826-4786-acad-2276b58f4f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188410 ms
Total Talk Time (AGENT): 81952 ms
Total Talk Time (CUSTOMER): 69749 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9f00ee92-6826-4786-acad-2276b58f4f5b_20250422T13:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling on behalf of Louisiana Sleep Foundation. I was calling to get um eligibility.
[CUSTOMER][POSITIVE] And of benefits on a patient.
[AGENT][NEUTRAL] OK, is it for a sleep study?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number 025758778.
[AGENT][NEUTRAL] OK, here we go and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And hold on one moment, I'm pulling up the benefits now.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so this is a hospital indemnity policy. Let me see if they have sleep study. Do you mind if I place you on just a brief hold while I look through the benefits?
[CUSTOMER][NEUTRAL] Yeah, also, I'm gonna need uh um DME for, you know, your medical equipment as well.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] OK, so here's the thing. So for this policy is a hospital indemnity policy, so this is more so for like admission, confinement.
[AGENT][NEUTRAL] Um, intensive care, rehabilitation, um, there's no like
[AGENT][POSITIVE] Additional benefits outside of this, right.
[CUSTOMER][NEUTRAL] It's not for a medical, yeah. So it's only for hospitalization type settings. So it's not for like a medical office and so forth. OK, that's what I needed to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. Yes, ma'am.
[CUSTOMER][NEUTRAL] All righty. And do you have a reference number for today's call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is L like [PII].
[AGENT][NEUTRAL] And then today's date and my first name is [PII], sorry, [PII]
[CUSTOMER][POSITIVE] Yes, ma'am. Yes ma'am. Got you. All right, well thank you so much for your help. I greatly appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, not at all. Thank you so much. You have a wonderful day. Thank you. Uh bye-bye.
[AGENT][POSITIVE] All right. Well, thanks for calling APL.
[AGENT][NEUTRAL] You also bye bye.